Complaints

There is a new three-stage procedure for handling complaints related to fundraising in Scotland.

Stage 1 - Complain to the charity direct

We will acknowledge and provide an initial response to your feedback within 10 working days of receiving it. Whilst we expect to be able to resolve most complaints within this timeframe, if we need to conduct a more in-depth investigation, we will aim to provide you with a full response within 20 working days. If we are unable to meet that deadline, we will of course let you know.

Our voluntary Board of Directors/Trustees have a legal responsibility to make sure the charity is run well. This includes overseeing our fundraising practices.

If you are unhappy with how your complaint is handled, and feel the issues raised have not been fully addressed, you may appeal to the trustees of the charity.

You can contact the charity's head office at the details provided above requesting that your complaint is raised with the Board of Directors.

Stage 3 - Refer to the Independent Panel

If your complaint is about our fundraising activities and we are unable to resolve the issues, you can ask the Scottish Fundraising Complaints Independent Panel to consider it by visiting Good Fundraising, the body that has been set up to deal with fundraising complaints in Scotland.

For further information about fundraising standards in Scotland please visit the Scottish Regulator website.